Prime Pay - Cancellation & Refund Policy

19.1 Scope

This Cancellation & Refund Policy applies to all services offered through Prime Pay, including B2B partner onboarding fees, subscription services, transaction collections, payouts, bookings, insurance facilitation, and payments processed through our platform.

Where a third-party service provider (banks, NBFCs, insurers, payment gateways, travel or ticketing partners) is involved, refunds and cancellations will be subject to the partner’s policy as well as this Policy.

19.2 Onboarding & One‑Time Setup Fees (B2B)

Non‑Refundable by Default: One‑time onboarding/setup fees paid by B2B partners are non‑refundable, except in the following circumstances: (a) duplicate charges, (b) payment processing errors confirmed by the payment gateway/bank, or (c) Prime Pay’s failure to deliver contracted onboarding services.

Refund Process: If a refund is approved under the exceptions above, Prime Pay will process the refund within 15 business days of validation.

Refunds will be made to the original payment method or via bank transfer to the partner’s verified bank account.

19.3 Subscription & Service Fees

Cancellation: Partners may cancel recurring subscriptions or service plans by providing a 30-day notice, unless a different contractual term applies.

Upon cancellation, services will continue until the end of the paid billing period.

Refunds: No pro‑rata refunds will be provided for time already consumed unless explicitly stated in the contract or agreed in writing.

19.4 Payouts & Settlements

Irreversible Once Initiated: Payouts initiated to partner bank accounts are generally irreversible once processed and credited.

Partners must verify their bank account details before requesting disbursements.

Failed Payouts: If a payout fails due to incorrect details or a bank/technical error, funds will be returned to Prime Pay’s settlement account and re‑processed within 3–7 business days after corrective verification.

19.5 Customer Payments, Bookings & Third‑Party Products

Payments & Refunds: For customer payments processed through Prime Pay (UPI, cards, netbanking), refunds are governed by the merchant’s refund policy and the payment gateway/bank rules.

Prime Pay will facilitate refunds on behalf of merchants where applicable, subject to verification.

Bookings & Insurance: Cancellations for travel, ticket bookings, hotel reservations, or insurance subscriptions follow the policies of the respective service providers.

Prime Pay will assist with claims but is not the ultimate decision maker for third‑party refunds.

19.6 Loans, FD Cards & Financial Products

Pre‑Disbursement: Loan or financial product application cancellations requested before disbursement may be processed per partner NBFC/bank policy.

Processing fees charged by lenders are typically non‑refundable unless the lender explicitly provides a refund.

Post‑Disbursement: Once a loan or financial product is disbursed, cancellations are not possible through Prime Pay.

Users must contact the lending institution for any available remedies.

19.7 Chargebacks & Disputes

Chargebacks: Card chargebacks and disputed transactions will follow payment gateway and bank rules.

Prime Pay will cooperate with investigations and may provisionally debit merchant/partner accounts where fraud or policy violations are suspected.

19.8 Exceptions & No‑Refund Conditions

Refunds will generally not be issued in the following cases:

• services used or access already granted for the paid period;
• fees charged as penalties for contract breaches or fraudulent activity;
• processing fees retained by issuing banks or payment gateways;
• or requests made outside the specified claim windows, unless exceptional reasons apply.

19.9 How to Request a Cancellation or Refund

To request a cancellation or refund, contact Prime Pay support at care@primefinverse.com with the following information:

• full name and registered account details;
• transaction ID, invoice number, or payment reference;
• reason for cancellation/refund and supporting documents (invoice, agreement, bank statement, screenshots).

Prime Pay will acknowledge receipt within 3 business days and will complete initial validation within 7–15 business days depending on the complexity and involvement of third parties.

19.10 Processing Times & Mode of Refund

Approved refunds are processed to the original payment method where possible.

Processing timelines depend on banks/payment gateways and may take additional time beyond Prime Pay’s internal processing window.

19.11 Amendments & Exceptions

Prime Pay reserves the right to amend this Cancellation & Refund Policy at any time.

Exceptional refunds or cancellations may be granted at Prime Pay’s sole discretion and will be documented in writing.